Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Dakota Gilbertson

Redmond,Oregon

Summary

Personable and dedicated Customer Service Supervisor with extensive experience in the airline industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in safety, quality, speed and process optimization. Regularly received recognition from passengers, management and direct reports.

Overview

5
5
years of professional experience

Work History

Customer Service Supervisor

Envoy Air
Redmond, Oregon
01.2021 - Current
  • Led/assisted with the last two SCAR audits.
  • Regularly ran weekly and monthly ICM reports.
  • Held interviews with prospective employees.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Assessed team member performances by delivering one-on-one coaching to promote better service.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.

Costumer Service Agent

Envoy Air
Redmond, OR
08.2019 - 01.2021
  • Asked inquiring questions to determine service needs and accurately input information into QIK.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Loaded and unloaded aircraft cargo, passenger baggage.
  • Managed ramp activities for inbound and outbound flights, including cabin and baggage services.
  • Operated belt loaders, push-back tractors and aircraft tugs daily.

Education

Associate of Arts - Business Administration

Central Oregon Community College
Bend, OR

Skills

  • Ground security coordinator
  • Complaint resolution official
  • Pushback/Aircraft movement trainer
  • Aircraft familiarization and search trainer
  • Apu/brake ride trainer
  • Passenger transfer assist trainer
  • Ramp trainer
  • Gate/Counter agent

Accomplishments

  • Assisted in leading the team to win two Customer Cups in 2023.
  • Collaborated with the RDM team on monthly safety initiatives which led us to be the only out station to win more than once, get multiple honorable mentions, and eventually win the grand prize for the year.
  • Consistently at or above metrics in all categories
  • Helped create a culture in RDM that led to a drastic decrease in attrition in addition to overall morale of team.

Timeline

Customer Service Supervisor

Envoy Air
01.2021 - Current

Costumer Service Agent

Envoy Air
08.2019 - 01.2021

Associate of Arts - Business Administration

Central Oregon Community College

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Dakota Gilbertson